E-commerce Incident & Bug Manager - Live Site (Hybrid)

YOOX S.p.A.; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Performance bonus

Pension

Staff discounts

Private healthcare

Flexible working

Job summary

NET-A-PORTER is seeking an Incident and Bug Manager to own the live site defect intake, triage, and real-time incident management from our London office. You will translate incidents into clear business updates for stakeholders and drive cross-team resolution during outages.

In this role, you will monitor trading metrics, optimize incident communication velocity, and lead RCAs to prevent recurrence, while coordinating with Product, Eng, and Merch Ops in a hybrid work environment.

Qualifications

• Proven experience in e-commerce incident management or live site support.
• Exceptional written and verbal communication for business updates.
• Calm under pressure with strong analytical skills to evaluate customer and revenue impact during live incidents.

Responsibilities

• Own the daily intake, logging, and triage of live site defects.
• Translate complex incidents into clear, jargon-free updates for stakeholders.
• Lead dedicated real-time incident channels and coordinate cross-team efforts.
• Evaluate live issues against trading metrics, conversion funnels, and customer experience.
• Facilitate post-incident RCAs to identify root causes and track remediation.

Skills

Incident management

Communication

Cross-functional coordination

Root Cause Analysis (RCA)

Site architecture knowledge

Tools

PIM

OMS

CMS

Job description

NET-A-PORTER is seeking an Incident and Bug Manager to own the live site defect intake, triage, and real-time incident management from our London office. You will translate incidents into clear business updates for stakeholders and drive cross-team resolution during outages.

In this role, you will monitor trading metrics, optimize incident communication velocity, and lead RCAs to prevent recurrence, while coordinating with Product, Eng, and Merch Ops in a hybrid work environment.